Returns & exchanges
Not quite right? You have 7 days after delivery to exchange it or return it for a refund.
What can be returned
- Items returned within 7 days of delivery.
- Unworn, unwashed and undamaged, with the original tags and packaging.
- Not returnable unless faulty, for hygiene reasons: earrings and beauty products (lipstick, nail polish, palettes).
- Sale items can be exchanged or returned for store credit, but not refunded.
Exchange or refund
- Exchange: another size, colour or item. If the new item costs more, you pay the difference; if it costs less, we refund it.
- Refund: to the M-Pesa number or card you paid with, within 5 working days of the item reaching us and being checked.
How to return
- Request your return within 7 days of delivery with the form below: your order number, the item(s), and whether you'd like an exchange or a refund.
- We confirm your return and tell you where to send it (our Nairobi studio or a Pick Up Mtaani agent).
- Send the item back, well packed, with the tags on.
- Once it arrives and is checked, we send the exchange or the refund and let you know by SMS.
Return delivery costs
- For a change of mind or a size swap, you pay the return delivery (and the delivery of an exchange).
- If we sent the wrong item, or it's faulty or damaged, we cover all delivery costs. Let us know within 48 hours of delivery, with a photo.
Request a return
This policy doesn't affect your rights under Kenyan consumer law, including the Consumer Protection Act, 2012.